May 31, 2007

Follow up...

I was pleasantly surprised to see a semi-personalized response from Ice Mountain in my inbox. To their credit, they did a good job of getting back with me ahead of their stated time frame and exceeded expectations:

May 30, 2007

Dear Mr. Lukens,

Thank you for contacting Ice Mountain® on the Internet. We welcome questions and comments from our consumers.

Our goal at Ice Mountain® is to provide the highest quality products, and we would like to assure you that we have reported your experience to our Quality Assurance Director so that he can follow up with the appropriate personnel. We value you as a consumer and feel confident that you will be completely satisfied with our product in the future. You can expect to receive a follow up letter from us via regular mail that will contain product replacement coupon(s). Please allow seven to ten business days.

We appreciate your interest in our products and hope you'll visit our website often for latest information on Ice Mountain® products and promotions.

Annmarie Kratz
Consumer Response Representative

1 comment:

cblukens said...

Formerly working at a student travel company, we always told customers a longer time frame than was ever necessary - so we would always be ahead of their expectations. It’s cheap and slightly spineless, but it works.